Formats and tools
- Unit Description
- Reconstruct the unit from the xml and display it as an HTML page.
- Assessment Tool
- an assessor resource that builds a framework for writing an assessment tool
- Assessment Template
- generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
- Assessment Matrix
- a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
- Wiki Markup
- mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
- Evidence Guide
- create an evidence guide for workplace assessment and RPL applicants
- Competency Mapping Template
- Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
- Observation Checklist
- create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)
- Self Assessment Survey
- A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
- Moodle Outcomes
- Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
- Registered Training Organisations
- Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver NWP300B, 'Provide and promote customer service'.
- Google Links
- links to google searches, with filtering in place to maximise the usefulness of the returned results
- Books
- Reference books for 'Provide and promote customer service' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com for every purchase, so go nuts :)
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
1Apply organisational customer service standards. | 1.1 Check the organisation's plans, policies and procedures relating to customer service and apply them. 1.2 Explain the features, benefits and application of the organisation's products and services to customers. 1.3 Apply the organisation's processes for handling customer queries, complaints and disputes. 1.4 Apply effective communication techniques with different types of customers and situations. 1.5 Plan and participate in team and work activities to meet customer satisfaction and minimise inconvenience. 1.6 Use available resources to meet customer requirements and services. |
2Respond to customer needs and concerns. | 2.1 Clarify customer needs and expectations. 2.2 Resolve customer concerns or complaints according to organisational policies and procedures. 2.3 Address customer needs or complaints clearly, politely and effectively. 2.4 Refer customer concerns related to organisational liability to appropriate persons or departments according to organisational policy. 2.5 Complete documentation and process it according to organisational and statutory requirements. |
3Contribute to customer service standards. | 3.1 Identify and explain opportunities to improve services or processes to team members. 3.2 Review personal work performance to improve services to customers. 3.3 Record evidence of customer satisfaction and report to team members. 3.4 Contribute to the development, and improvement of quality service policies and standards. |